Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from economy rent a car. When i picked the car up, the gas tank was not full. I went inside and told them and asked if they could fill it up. They said they didn't have gas, but to take a picture of it. I filled the car up before i returned it (I took a picture of that as well). Because normally you must return the car with a full tank or receive a penalty. When i got back and showed them, I asked for a credit since i payed for more fuel than i was given. They said that i should of only filled it up to the spot I received it. I did not know that because they didn't tell me that the first time when i complained. I contacted customer service and they said they would not help me.

  

  Business Response

  Date: 06/20/2025

  ************* is very important to us, and we strive to ensure that all policies and procedures are clearly communicated at the time of rental. It is our standard procedure to advise customers to take photos of the fuel gauge both at pick-up and at return. Additionally, we inform customers that the vehicle must be returned with the same fuel level as when it was rented. In this case, the customer should have been advised by the agentwhen noting the tank was not fullthat a photo of the fuel level could be taken and presented at the time of return. Customer did take a picture of the fuel level and only needed to present upon return of the vehicle. As a courtesy, we are issuing a $10.00 credit to the credit card on file. A copy of the credit refund issued today is attached. 

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from economy in *************** *******. Upon return, there was a miniature chip (no crack) on the glass. I was then charged 1700 on my credit card. Since then, my insurance company (nation wide) has cover the cost of 1400 and I have provided proof. They are still trying to get my credit company to pay them 1700 and I am getting collection emails saying I owe ******. This has now impacted my ability to rent, my credit score and my credit card has since closed my card due to this. Even after I provided ALL SUPPORTING DOCUMENTS.

  

  Business Response

  Date: 05/30/2025

  ************* is a top priority for us, and we are committed to meeting or exceeding our customers' expectations. In the case of Ms. ******* we have confirmed that her insurance provider, *********** covered the cost of the windshield replacement. As a result, she is entitled to a refund for the difference between the amount she was charged ($1,700) and the amount paid by Nationwide ($1,686.65). A refund check in the amount of $1,686.65 will be issued accordingly. Regarding the remaining balance, Ms. ****** has been informed that Nationwide will not cover the loss of use and administrative fee totaling $190.29. As previously communicated by *********** she is responsible for this portion of the charge, which has been referred to a collection agency. Ms. ****** will need to contact the collection company directly to resolve the matter. According to the documentation provided by the customer, the agency will consider the account settled once this payment is made.
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23386236
  
  I am rejecting this response because:
  Thank you for your email and for reviewing the documentation I provided.
  I would like to clarify an important point: at the time of the incident, I paid $1,700 out-of-pocket. In addition, my insurance company issued a payment of $1,686.85 directly to your office. Since both payments were made toward the same charges, the total amount received was $3,386.85. Therefore, I believe I am entitled to a refund of the full $1,700 that I personally paid, since my insurance cover the cost of the windshield with the ******* payment.
  Additionally, I would like to raise a concern regarding the total cost being charged for the windshield damage. The vehicle I rented was not a luxury model, and I have priced the cost of the windshield and not 1 dealer provided a $1,700 for repairing or replacing a chipped windshield. This is excessive and not aligned with industry-standard pricing for that make and model. I respectfully request a detailed breakdown or justification of this charge.
  I appreciate your assistance in resolving these issues and look forward to your response.
  
  ******* ******

  

  Business Response

  Date: 06/05/2025

   We understand that unexpected charges can be frustrating, and we appreciate the opportunity to address your inquiry. The $1,700 charge reflects the total cost of parts, labor, calibration (if applicable), and administrative fees related to the windshield replacement, as invoiced by our certified repair vendor.
  While the vehicle is not classified as a luxury model, many modern vehiclesdepending on the make, model, and yearare equipped with advanced driver-assistance systems (ADAS), which often require specialized calibration following windshield replacement. These factors can contribute significantly to the overall cost. In this case, we submitted the damage claim to ******** for processing. They reviewed the documentation and appraisal, and forwarded all information to your insurance provider, who in turn issued payment directly to us for the replacement. If you have any additional questions or need further details, we recommend contacting your insurance company, as they can provide a full breakdown of the claim and payment issued.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23386236
  
  I am rejecting this response because you stated you originally charged my card 1700. After my card was charged, my insurance company paid you ******* for the windshield damages. 
  You accepted my insurance company payment of ******* still while in the possession of my 1700 that was debited from my credit card. 

  This means you still have 1700 in your possession (the first money that was debited from my card on file). I then received a check in the mail for *******. This means your company still owes me $13.15. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 06/13/2025

  Complaint: 23386236
  
  I am rejecting this response because you stated you originally charged my card 1700. After my card was charged, my insurance company paid you ******* for the windshield damages. 
  You accepted my insurance company payment of ******* still while in the possession of my 1700 that was debited from my credit card. 
  This means you still have 1700 in your possession (the first money that was debited from my card on file). I then received a check in the mail for *******. This means your company still **** me $13.15. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/20/2025

  We regret to hear that Ms. ****** is not satisfied with the resolution provided in her case. While we initially held $1,700, we refunded the full amount paid by her insurance company$1,685.95. Please note that the remaining balance of $179.49, which reflects charges for loss of use of the vehicle and related handling fees, was not deducted from the refund. This outstanding balance has been referred to collections.

  Customer Answer

  Date: 06/20/2025

  It does not make sense that you would refund me what the insurance company paid you and not what you took off my credit card. You took 1700 from my credit card. That is what I should have received, the 1700 that I paid. If you were refunding the insurance company then that amount would be appropriate. Please send me the full amount that was taken off my credit card. 

  Thank you

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23386236
  
  

  It does not make sense that you would refund me what the insurance company paid you and not what you took off my credit card. You took 1700 from my credit card. That is what I should have received, the 1700 that I paid. If you were refunding the insurance company then that amount would be appropriate. Please send me the full amount that was taken off my credit card. 

  Thank you

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently rented a car from the vendor in question and the desk agent added a handling fee to the cost of our rental. When I questioned the agent he said it was for my deposit and insurance. I asked if there was a way to buy their insurance to reduce the fee, but the agent said it was better to pay and use my insurance. I later found out this was a kind of deposit insurance that was optional. The agent never indicated I could leave a deposit on my credit card or that the charge was optional. He was deceptive in trying to up sell an insurance I didnt need or want. The company refuses to reimburse me and says their policies are clearly stated in the rental contract agreement.

  

  Business Response

  Date: 05/09/2025

  Customer care is a top priority for us. We have reviewed both the customers email and the relevant contract. A response to the customer's concerns was previously provided on April 28, 2025. All terms and conditions are clearly communicated to customers prior to booking, whether through third-party platforms or directly on our website. At the time of booking, customers are presented with two deposit options: 

  
  -A $1,000 USD refundable deposit held for incidentals, with the customer being responsible for any damages and associated claims processing.
  -Our ****************** Waiver, which reduces the deposit to $0.01 and covers minor damages as well as vehicle downtime in the event of an accident.

  
  All extras were selected, paid for, and signed by the customer at the time of vehicle pick-up.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23301285
  
  I am rejecting this response because I never received an option to provide a deposit. I was only told there was a fee, which is deceptive.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at Economy Rent a car at *********************** around midnight 11/22. Apparently, Economy requires a declaration page from your insurance company to prove insurance. I have rented cars for many years even from other car rental agencies at *** and have never had to prove insurance so I did not have this. The woman at the counter said we would have to pay approx $400 in insurance for our 8 day rental (which only cost $246.64) without refund even if we could provide documentation the next day. This we found later was not true. We asked if we could get a full refund and she said yes and that I would see the refund the following Saturday.I waited until the following Monday and still no refund. I contacted Economy by phone and they said I had to send an email. The email response stated they would give me a refund but would charge me a $75 processing fee. This was never mentioned at the counter so I sent another email and called and asked to speak to someone in customer service. They said there is no phone number for customer service this is only reservations so you need to send another email. I finally got an email address for customer service and emailed them on 12/4/24 and have yet to hear back. In the meantime, my credit card was refunded but they charged me $75 for the processing fee.I would like the $75.00 refunded due to these 2 main reasons:1.The woman at the counter told me I could not get a refund if I bought their insurance and the next day sent proof of my insurance which was not true.Per Economys fine print:If proof of the renter's coverage can be provided within 24 hours of pickup, any unused insurance will be refunded to the renter's credit card. 2.The woman at the counter said I could get a full refund and made no mention of a processing fee of $75. She stated she had processed the refund and I would see it the following Saturday. She did not ever process the refund.

  

  Business Response

  Date: 12/16/2024

   Customer care is a top priority for us, and we strive to ensure that all terms and conditions are clearly communicated both on booking sites and at the time of rental. According to our records, the customer received a refund for her reservation on December 9th, less the $75 cancellation fee. It was noted that the customer did not have active insurance and declined our insurance offering; therefore, the cancellation fee applies.

  

  Business Response

  Date: 12/17/2024

  Customer care is a top priority for us, and we strive to ensure that all terms and conditions are clearly communicated both on booking sites and at the time of rental. According to our records, the customer received a refund for her reservation on December 9th, less the $75 cancellation fee. It was noted that the customer did not have active insurance and declined our insurance offering; therefore, the cancellation fee applies.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22687819
  
  I am rejecting this response because:

  I do not believe they actually read the complaint. I do have active insurance and asked if I could send proof the following day when I could access it and the woman at the counter said that they would have to charge their insurance for the full 8 days which is not what Economy's fine print states. 

  Customer service is obviously not a priority as they do not even have a customer service phone number which is absurd.

  I am still requesting a refund of the $75 processing fee due to the incorrect information provided by their employee.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the car on 05/28/24 around 3pm. During the walk around with Economy Car Rental staff that no damage was found. She said Everything was okay. I asked for the final bill they said it will be emailed to me. We flew back to ******* 3 days later I received a email from Rockport Auto Claims that the car was damaged and I owe them *******.If the car got damaged after I returned it. I am not responsible for any damage.

  

  Business Response

  Date: 12/10/2024

  At Economy Rent A Car, customer care is a top priority, and we strive to meet and exceed our customers' expectations. The customer returned the vehicle to us on May 28, 2024. Upon inspection, damages to the vehicle were discovered. The customer departed on our shuttle to avoid missing their flight and was informed that the final bill would be sent via email.
  On June 3, 2024, ************* Claims provided the customer with copies of all documents substantiating the claim. The customer has since engaged in multiple discussions with ******** and was assisted in filing a claim with her credit card company. Unfortunately, her personal insurance provider, ********, did not cover the damages.
  Following the submission of the claim to the customer's credit card company, a follow-up on December 5 revealed that the claim had been closed by the credit card company.
  As a result, the customer remains responsible for the damages incurred while the vehicle was in her possession.
  

  

  Business Response

  Date: 12/10/2024

  At Economy Rent A Car, customer care is a top priority, and we strive to meet and exceed our customers' expectations. The customer returned the vehicle to us on May 28, 2024. Upon inspection, damages to the vehicle were discovered. The customer departed on our shuttle to avoid missing their flight and was informed that the final bill would be sent via email.
  On June 3, 2024, ************* Claims provided the customer with copies of all documents substantiating the claim. The customer has since engaged in multiple discussions with ******** and was assisted in filing a claim with her credit card company. Unfortunately, her personal insurance provider, ********, did not cover the damages.
  Following the submission of the claim to the customer's credit card company, a follow-up on December 5 revealed that the claim had been closed by the credit card company.
  As a result, the customer remains responsible for the damages incurred while the vehicle was in her possession.

  Customer Answer

  Date: 12/10/2024

  I dont agree  with your response. Me and my wife stood there for ***** for shuttle. Damage report was not created while I was waiting for the shuttle. Economy Car Rental staff inspected the car and said everything was ****. I asked for final receipt she told me it will be e-mailed to me

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22650378
  
  I dont agree  with your response. Me and my wife stood there for ***** for shuttle. Damage report was not created while I was waiting for the shuttle. Economy Car Rental staff inspected the car and said everything was ****. I asked for final receipt she told me it will be e-mailed to me
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/14/2024

  Agreement which Economy Car Rental email me is not on my credit card. They have to email me agreement which is on my credit card. 

  

  Business Response

  Date: 12/16/2024

  As outlined in our previous response, the customer has been fully aware of the damages since June 3, 2024, when ********************, the company managing our claims, contacted them. There has been no prior communication indicating denial of the claim until the customers insurance company declined coverage. The customer remains responsible for the damages incurred during the rental period of our vehicle.
  

  

  Business Response

  Date: 12/17/2024

  As outlined in our previous response, the customer has been fully aware of the damages since June 3, 2024, when ********************, the company managing our claims, contacted them. There has been no prior communication indicating denial of the claim until the customers insurance company declined coverage. The customer remains responsible for the damages incurred during the rental period of our vehicle.

  Customer Answer

  Date: 12/17/2024

  If they cannot e-mail me rental agreement on my credit card then I dont know what they are talking.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22650378
  
  
  
  If they cannot e-mail me rental agreement on my credit card then I dont know what they are talking.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/31/2024

  I have always disputed this and will keep disputing this. I signed 2 agreements during picking up the car. 1st was rental agreement for ****** and 2nd was for insurance and toll charges for134.38. They are not emailing me the agreement on my credit card.

  i have been asking for copy of agreement  for long time. I have all email to prove it.

   

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle as advertised at $116.87 for one week non-cancellable reservation 11/03 -11/10/2024 via *********** from Economy Rent-a-Car months ago. Res ** PHTWS125D5BB and contract # FLL-******. However Economy later said via a phone call (non-cancellable reservation) a few days before the rental start of 11/03 that a $1,000 hold would be placed as a deposit on the credit card used to reserve the car. Only if you pay a $10/day "deposit waiver" would Economy place a $0.01 hold for the deposit. This is just a bait and switch business practice and an obvious manipulative business practice. Economy will find a way to double or triple whatever price you were quoted and then made a reservation based upon that quote.

  

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to clarify this customer concern. Our company does not initiate contact with customers prior to rentals; any inquiries are typically initiated by the customer. If this customer called to inquire about our policies, we would have explained the two options regarding the security deposit.
  Option A is a $1000 hold on the credit card, which is released upon vehicle return. Alternatively, we offer a ****************** fee, which covers the customers personal deductible up to $1000 and the Loss of Use fee in the event of an accident. These options are clearly outlined in our terms and conditions, published across all booking sites. In this case, the customer chose not to leave the security deposit. The customer signed and accepted the terms and conditions of our rental agreement refund is not applicable. 
  

  

  Business Response

  Date: 11/13/2024

   Thank you for the opportunity to clarify this customer concern. Our company does not initiate contact with customers prior to rentals; any inquiries are typically initiated by the customer. If this customer called to inquire about our policies, we would have explained the two options regarding the security deposit.
  Option A is a $1000 hold on the credit card, which is released upon vehicle return. Alternatively, we offer a ****************** fee, which covers the customers personal deductible up to $1000 and the Loss of Use fee in the event of an accident. These options are clearly outlined in our terms and conditions, published across all booking sites. In this case, the customer chose not to leave the security deposit. Customer signed and accepted terms and conditions of our rental agreement no refund is applicable

  

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to clarify this customer concern. Our company does not initiate contact with customers prior to rentals; any inquiries are typically initiated by the customer. If this customer called to inquire about our policies, we would have explained the two options regarding the security deposit.
  Option A is a $1000 hold on the credit card, which is released upon vehicle return. Alternatively, we offer a ****************** fee, which covers the customers personal deductible up to $1000 and the Loss of Use fee in the event of an accident. These options are clearly outlined in our terms and conditions, published across all booking sites. In this case, the customer chose not to leave the security deposit. Customer signed and accepted terms and conditions of our rental agreement no refund is applicable.

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a car rental reservation through *******, and also purchased full insurance coverage recommended when I was making a reservation. When I arrived to the pick up location from the airport, the representative refused to give me a car because I have Florida Drivers license. He stated they dont rent to locals without personal insurance. They refused to accept the insurance that I purchased when making my reservation (however that insurance was the only option). The only limitation that was disclosed when I was making the reservation - is the possibility of Limited Milage, which I was ok with. Nothing else. However, they refused to rent a car. They don't offer any insurance options to locals. But they happily charged me for the service and goods, and did not provide any. And moreover, they refused to refund my booking because the reservation is non-refundable.

  

  Business Response

  Date: 09/27/2024

  We apologize if our terms and conditions for local renters were unclear on the booking site. The insurance offered through the booking site only covers collision for non-local renters residing in USA. Our agent explained the terms and conditions at the time of pick-up, and since you were unable to provide personal insurance to cover liability for the vehicle, we were unable to honor your reservation. You were advised to contact customer care to request a refund.

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22347996
  
  
  
  I am rejecting this response because: I did contact customer service and they refused to issue a full refund, therefore I had to open a dispute with my bank.
  
  
  
  Sincerely,
  
  
  
  Anton Malinovskiy

• Initial Complaint

  Date:08/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked our rental car through the platform Expedia. I was quoted a price including taxes. I was misled to believe that was my price as it stated black and white. This was the price I was supposed to pay upon pickup. I also did the pre check-in 24 hours prior and was still quoted the price. Upon arriving for pickup I was told I needed to pay a separate insurance of $10 extra per day although I provided Insurance details I am a Florida residents I pay taxes insurance and have a home in ******* I have recently provided my deed to my house to prove this as they did not want to see it at the counter. I am asking for the difference back of what I was quoted I was to pay. I was quoted to pay $270.40 Canadian. I paid $326.44 us American dollars. I am asking for the difference I want to pay $270.40 Canadian as I was promised and quoted I have enclosed two pictures. I have reached out to the company via Expedia and I have not been able to come to resolution I feel misled, scammed, and put on the spot. I have insurance that I pay thousands of dollars already and reside in ******* 6 months out of the year where I have a home.

  

  Business Response

  Date: 08/08/2024

  We have reviewed the reservation associated with ************************. No additional insurance charges were applied. The charges at the time of rental were for HIF/*** ******************* Fee and Loss of Use), which are required waivers as specified in our terms and conditions for customers without a U.S.-issued driver's license. As a U.S.-based company, all transactions are processed in U.S. dollars only.
  

  Terms and conditions outlined on all travel sites:
  

  For customers who reside outside of ***************** HIF is required if plans to self insurance and *** will be required if your insurance does not cover loss of use. Local Renter restrictions apply, please check our terms and conditions.

   

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22109406
  
  I am rejecting this response because:

  I did provide proof of full insurance. I am a ******* resident completely disgusted with this level of service. This company praise on vulnerability of the customer and is deceitful. I also checked in 24 hours in advance I provided my insurance details, I also provided the deed to my house to prove I was a ******* resident!. my insurance does cover loss of use, and full coverage. I provided this information to this company!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/12/2024

  We regret that the customer did not accept our response. Please note that the reservation was made through the Expedia Canada website. The address provided on the reservation was a Canadian address, and the driver's license presented was also from ******. At the time of pickup, the information provided by the customer was used to execute the contract. There is no indication in the reservation that the customer is a ******* resident.

  

  Business Response

  Date: 08/12/2024

  We regret that the customer did not accept our response. Please note that the reservation was made through the Expedia Canada website. The address provided on the reservation was a Canadian address, and the driver's license presented was also from ******. At the time of pickup, the information provided by the customer was used to execute the contract. There is no indication in the reservation that the customer is a ******* resident.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22109406
  
  I am rejecting this response because:

   

  uses our Canada address because of our credit card using our canadian billing address. We told the guys at the front desk that we were going to our house in **************************(we own it) For some reason he did not want to use that address. We tried to show our deed and electricity and water bill and he did not want to see it 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Law 15 USC 1692e protects consumers from false & misleading representations. However I experienced a violation of this law in July of 2023 from Exonomy Rent A Car. I rented a car from Economy for one day and when I returned it without incident and the inspection went well, I signed my release forms and left. My representative wished me a nice day and said I was all set, nothing more. A few days later, I received an attempted bill debit from them in an amount over $300. My rental was only $25 a day. I was sent an invoice that listed a smoking fee and I am a non smoker. Not only was I not made aware of this accusation when returning the vehicle during inspection, but, there is no proof of such allegations. My account was overdrawn and the spiral by effect impacted other bills. This violates my right to a fair explanation of all intended charges. I was misled during the inspection that I signed off on and led to believe everything was returned in good condition. I did not authorize that charge or agree to any smoking accusation as I do not smoke, nor did I travel with any passenger during my brief rental. I attempted to resolve through my bank to no avail in addition to speaking with Economy to no avail.

  

  Business Response

  Date: 06/07/2024

  .Ensuring exceptional customer care is a top priority for us, and we are dedicated to providing outstanding service to each of our valued customers. After carefully examining your concern, we were unable to locate any prior communication with our office regarding the smoke charge.
  
  According to our records, our return agent noted on our rental agreement an unpleasant smell in the vehicle at 5:17 pm on July 27, 2023, and subsequently, the rental agreement was closed with a $250 charge at 5:20 pm on the same day. The terms and conditions regarding smoking in our vehicles are clearly outlined in the rental agreement signed by you.
  
  Due to the lingering smell caused by anyone smoking in the car during the course of your rental, we had to temporarily remove the vehicle from our rental fleet for 24 hours and utilize an ozone treatment twice to eliminate the odor. As a gesture of goodwill, we are refunding the $250 smoking charge.
  
  We appreciate your understanding of the circumstances surrounding the charge, and we remain committed to providing all of our customers with the best possible service experience.
  .
  

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21790116
  
  I am rejecting this response because:
  

  I do not smoke and did not smoke in this vehicle. There was no indication of a weird smell in the car when it was returned, I was not charged this on the day of return. I was told everything was okay and there were no issues. My check out reflected as such. I did not have those funds in my account that day or in the subsequent days that followed when the multiple attempts on my account were made. In fact your company only succeeded your unauthorized charge in AUGUST; several months afterward!

  You sent the attached email stating it wasn't even billed. Let's get it together with my refund and damages please and stop treating people poorly for profit.
  

  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/15/2024

  Thank you for reaching out regarding our previous correspondence. We regret to hear that you remain dissatisfied with our explanation.
  
  Upon revisiting your concerns, we want to reiterate that our protocols and policies, clearly explain any charges that you might occur during your time of rental this is clearly explained in both our third-party websites and the rental contract FLL-****** that you signed upon pickup, and our agent also took the time to explain everything to you  regarding charges incurred during the rental period. It's important to note that the odor fee was indeed charged upon the return date of the vehicle on 7/27/2023 in accordance with our standard procedures, and not months later as you mentioned.
  
  Regarding the charges you referred to as occurring later to the time  of return our investigation revealed that these were for toll violations on 7/28/2023 at 13:37 and 8/7/2023 at 14:57, which transpired during your rental period. As you declined our Toll by Plate package offered at the counter and confirmed your declination by signature, it is outlined in the contract that we have up to four weeks to charge for any incidentals incurred during the rental period.
  
  We sincerely apologize for any confusion surrounding these matters and recognize the frustration they may have caused. Our utmost priority is to maintain clear communication and transparent billing practices for our customers. All of this terms and conditions you acknowledge them at the time of pick up when our sale agent explain and you sign.  
  
  Should you require further clarification or assistance regarding these charges, please don't hesitate to reach out. We are dedicated to resolving this matter satisfactorily and reinstating your confidence in our services.
  

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a rental booked with them about a month in advance. My connecting flight was a little delayed. So I got in at 2/11/24 1230am ish I booked on Expedia under unlimited milage. When I got to the desk I was told there was a surprise 1000 hold that needed to be put on my card WTF, but whatever it was after midnight. I told him okay because I just want to go to my parents and asked if what the best way to get to the keys was. He let me know that I couldn't go to the keys. that "it was over my allowed *****" I let him know my reservation was unlimitated and he told me that FL people do not get unlimited miles. He was sorry but he was refusing me (30 year old female) the car and would cancel my reservation. I had to get shuttled back to the cardepo where everything was closed. I fell asleep at the depo sometime around 3 am and my luggage was stolen. I had to book a last-minute car to get to my family which was 4 times as much. What a great start to a horrible trip and On top of how they treated me they are still refusing to refund me my money!!! Expendia refuses to hel

  

  Business Response

  Date: 03/14/2024

  Dear ************,
  At Economy Rent A car], we hold customer service in high regard and consistently aim to deliver the utmost satisfaction to our clients. We sincerely apologize for any inconveniences you may have experienced and regret not being able to fulfill your service needs.
  It's important to note that all booking sites typically provide information regarding the requirements for local renters. However, we understand that there may have been some confusion in this regard.
  Upon reviewing our records, we couldn't find any documentation indicating that you had reached out to our office regarding the $156.30 refund. Nonetheless, we value your patronage and want to rectify the situation promptly.
  As a gesture of goodwill, we have processed the refund, and a receipt of credit is attached for your reference.
  Once again, we apologize for any inconvenience caused and appreciate your understanding.  I have attached a copy of the refund and excerpt of restriction regarding local renters from the EXPEDIA Website